Operational Administrative Officer 21 views

We are looking for 30 Operational Administrative Officers to take on the responsibility of delivering front line services for customers, undertaking investigations, making outbound phone and email enquiries and resolving issues, supporting us to make safe and accurate medical licensing decisions ‘first time, every time’ to ensure driver safety.

You will undertake casework, ensuring customer records are created, updated, and retrieved accurately, ensuring excellent customer service levels are maintained and/or exceeded.

You will have strong communication skills and can communicate effectively through telephone, and written communication. You can deliver information in a clear, confident and professional manner, tailoring this to suit your audience.

Responsibilities 

Key accountabilities of the role include:

• Dealing with enquiries, investigating and resolving issues, complaints and cases in a professional and timely manner, to aid accuracy and enforcement in line with Agency policy and legislation
• Providing and seeking advice/information from relevant customers and/or stakeholders in order to ensure swift resolution to enquiries/complaints
• Ensuring accuracy of the data DVLA holds, capturing in a timely manner to support efficient/effective customer service
• Collating, interpreting and monitoring cases for quality and accuracy levels, by individual or teams and where necessary initiate improvement activities

Additional Information 

This role will require you to work on-sight at our Birmingham office based in the city centre, very close to the main train station and local transport links.

Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.

The initial training period will take place Monday to Friday, usually between 8am and 4pm. Due to the in-depth training and support you’ll be given, part time staff will be required to work full time during the training period. Training is usually completed within 12 weeks.

Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.

We are looking for a team player with a passion for providing excellent customer service. You will need an adaptable and flexible approach to be able to adjust to business requirements when necessary.

To succeed in this role, you will have a strong attention to detail, good judgement and decision-making skills and will be confident multi-tasking, working with several IT systems simultaneously.

Additional skills and experiences:

• Good IT skills, with a demonstrable knowledge in the use of Microsoft packages
• Highly organised with the ability to prioritise a heavy workload
• The ability to work under pressure and to tight deadlines
• Excellent communication skills in varying circumstances, with the ability to tailor this to your audience